Assists the Regional Processing Manager by handling weekly pipeline calls with branch managers, field questions from the loan processors and be the point of contact for the branches that you work directly with. In the Regional Processing Manager’s absence, the Team Leader will assign incoming files. These duties would be in addition to processing mortgage loans and providing high level of customer service to our builders as well as our home buyers.

Underwrite and review submitted modification applications specific to the program hierarchy available by investor. Diagnose decision barriers and provide updates to customer contact points through system and document clarity. Validate rejection outcomes and provide alternatives where available. Adhere to accuracy standards and thresholds on timing as prescribed by both internal and externally accepted practices. Escalate with documented rationale those cases suitable for second tier consideration. Meet compliance and regulatory standards for application treatment and completeness. Manage pipeline and provide quality, timely and high level overall customer satisfaction. Provided floor support to answer agent questions, and assisted customers with tier I escalation issues. Used computer applications to track questions and answers, as well as enter or check the status of inquiries. Collected information regarding the customer's reason for delinquency and documented findings in the system. Responded to a high volume of telephone customer inquiries about the company's products and services.

Trained customer service agents. Built and maintained database for booking Texas Outdoor Family reservations. Provided customers with state park reservations for cabins, hotel rooms, and groups. While working for Texas Parks and Wildlife I have also processed temporary park passes, email reservations, fax reservations, and OHV permit fax requests.